Resident Liaison Officer

Main duties and responsibilities:

• To work closely with the tenant to arrange work schedules that are satisfactory for both our client and the tenant.
• To ensure that operatives communicate in a timely and accurate manner about the progress of work, to enable the post-holder to communicate updates to the tenant.
• To re-schedule jobs in the event of an unplanned absence of an operative, and to contact the customer directly to agree any changes.
• To write letters to residents affected by works in conjunction with supervisors/surveyors/managers and also the PR & Comms team if the numbers of recipients dictates.

Overall context and purpose of the role:

• The resident liaison officer is responsible for working closely with the tenant to agree work schedules, to ensure that intrusive or disruptive repair works are completed quickly and efficiently in a way that is satisfactory for both our client and tenant. The post-holder will use the necessary customer-focused skills to negate the escalation of complaints, and ensure resulting actions are managed to achieve the desired outcome of our client and the tenant. The post-holder will support the repairs function in delivering an efficient and effective service for our customers while achieving value for money.